Sellers aren't required to accept returns, exchanges, or provide a refund unless stated in the return and exchange policy on their listing.

If the seller is willing to accept this return, be sure to settle on the details in a message before returning the item.

Each seller on Ballwool is responsible for setting their own policies regarding refunds, exchanges, and returns on every item they list for sale. A seller can choose to offer different return policies, or decline to accept returns on specific items they sell. If you're making multiple purchases from the same shop, you may want to check the policies for each item you're buying.

If you're a buyer located in the European Union, some sellers are subject to comply with the EU Directive on Consumer Rights.

EU buyers looking for a refund or an exchange with a seller should use our support, since it's the fastest way to resolve disputes between buyers and sellers. However, if you don't want to use our support, you can use the EU Online Dispute Resolution Platform instead.

If the seller isn't able to help you, your next step is to request help from Ballwool by email. With Ballwool's Purchase Protection program for qualifying orders, you'll receive a full refund if your order never arrives, arrives damaged, or isn't as described.

To get help from Ballwool, you'll need to contact our support team by email support@ballwool.com